ComplaintsforAtlas World Group, Inc.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 6, 2021 Atlas International picked up my household goods from ******* WY, to be moved to ******** Europe. The cost of the entire move was $22000, $3000 representing insurance. The contract promises delivery between 50-70 days, my shipment was delayed more than 3 months. I was given the wrong container number, which stated a delivery date based on which I booked a flight to ******** Not only the container was not delivered, but no one at Atlas International could find my container, give me any information. Prior to Aug 6, I have asked several times questions in regard to shipping my motorcycle to ******** if besides the cost of the weight and the special front wheel boot there would be other costs. I was told NO. I have placed tens of calls to Atlas International during the time my container has been missing, many calls to ********** the port of entry, only to be told, at some point, that unless I pay 3000 euros the container won't be released by the ******* customs. Or, as an option, to provide documentation that for the prior year I have lived outside of ******** i did provide my US health insurance form for 12 months, my income taxes for several years, a photo of my current ID, bills. I was told none of these documents were sufficient to prove my residency in the US and that I should go to a ******* Consulate in the US and ask them to provide me with a "proof of registration", a document that is solely for ******* citizens, which I am not. To this date, I have provided 3 claims for the costs I have incurred during 3 months of the missing container and a claim for minor damages of my furniture sustained during the move, but I have not heard back from Atlas. The 3000 euros should also be reimbursed to me, it has to do with Atlas International not knowing the rules and regulations prior to picking up my goods. I have provided all the documentation necessary for the ******* customs prior to this move. I have all the emails as supporting evidence.

  

  Business response

  03/11/2022

  Business Response Atlas did handle an Interstate relocation for Ms. ******* of her son's household items from ******* to ********. However the International relocation from ******* to ******* was handled by Atlas International. We have asked that our Atlas International office review and respond. Their contact information is below for the consumer and BBB's records. ****** ******* Atlas World Group, International Manager, Claims Department P: (XXX) XXX-XXXX e: ********@intclaims.com Direct: (XXX) XXX-XXXX

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company affiliate moved us from CT to MD in late June, 2021. We purchased insurance for the move, and filed a claim with the national Atlas company in September, 2021. We received partial settlement of our claim for all the broken and/or damaged items. The company has failed to provide any update, after 4 months, regarding the remainer of our claim about multiple boxes of valuable items that were never delivered. I have contacted the company at least 6x since Christmas holiday, via phone and email, and have not received a single reply. The dollar value of the missing boxes is more than $1,500, and the items that were not delivered were important to our family. The shipper knew in July 2021 that multiple boxes were not delivered. The national company knew in mid-September that multiple boxes were not delivered. And, yet, here we are in February, 2022, without any update or final refund of the value of the contents of the missing boxes. Our Atlast Registration Number: XXXXXXXX Our Atlas Claim Number: XX-XXXXXXX Thank you ***** ******

  

  Business response

  03/02/2022

  Business Response A settlement offer call was made to Mr. ****** yesterday 2/9/2022. The claim representative had to leave a voice mail for return call to discuss the offer on the three (3) missing items which were previously listed on his first offer as "Trace in Progress. The new offer was also emailed to him, we have uploaded a copy for record. Business Response 2/15/2022, updated status. Mr. ****** has accepted our offer dated 2/9/2022 of the additional $1200 for missing items. Our office has requested payment which will process to the consumer via direct deposit. This resolves the consumers claim , thus we consider this matter closed. Thank you.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the first week of January 2022 an ****** ***** (an Atlas Van Lines agent) moving truck drove through my yard. I tired to reach out to the claims consultant to file a claim to have the damage to my yard repaired, but she did not offer any resolution. I would like to have the damage to my yard repaired. Photos are attached indicating the damage and a site plan indicating the extent of the tire damage to my property. The tire ruts are up to 1'-0" deep.

  

  Business response

  02/15/2022

  Business Response Atlas Headquarters has received and reviewed the BBB complaint filed by Ms. *******. Atlas Van Lines, Inc. did not relocate this consumer, she is a neighbor of a customer that our agent, ****** ***** relocated. This matter was referred to ********* insurance company. Of which the response provided was: The damage being claimed is outside to an easement, not to the neighbor's property. On 1/7/2022 Ms. ******* was referred to call the city of which she resides to address further.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Atlas Van Lines moved us across country. They were late and split our load into two separate shipments. Many items arrived damage and damage was done to new floors and doorway by the movers. Claims were filed with Atlas for damages and atlas has denied the majority claiming we waited to long. We used the final arrival of our complete household goods as our claim date. They want to use the first arrival. They denied property damage claim stating that the unload mover had there own insurance for that, except today we find that the company Advanced Relocations Service is part of Atlas. Atlas is responsible for the move in damages to the home. But they are still denying that part of the claim. There settlement is less than 30% of occur damages. How can we get these things fixed or repaired on that. We have repeatedly tried to contact the claims representatives for discussion. They will not return calls.

  

  Business response

  02/01/2022

  Business Response Our office has spoken to the customer and tendered and updated settlement offer of which is also attached. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) We are currently reviewing the settlement offer from Atlas Van Lines, the current agent is doing her best to settle our claims. If we chose to accept the current offer we will request the case to be closed.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Movers delivered my furniture from ********* FL to ******** ***** NC. On November 11,2021. At the move site, wood floors were scratched, walls were damaged plus wood molding. Every piece of furniture was scratched or damaged, curio cabinet and marble table arrived broken plus nine missing boxes. I spoke with the claims representative by phone several times and her only reply was we are working on it. Eventually, she did not return calls. I emailed all requested information regarding the damages incurred but they claimed email was not received. I resent same email several more times; the last one was on December 12, 2021. That was the last time I had any correspondence with her. When contract was signed I was assured they carried insurance on my furniture and any damage incurred.

  

  Business response

  02/15/2022

  Business Response OUr office is in receipt of the consumer's loss/damage claim. We spoke to the consumer on 1/4/2022 and outlined that she also needed to provide the legal amount claimed of which is required. The consumer has sent amounts claimed in for some items,not all, we wlll review and be in contact with the the consumer on the next steps of her claim. Please ask the consumer to contact our office at X-XXX-XXX-XXXX x **** # or ***** with any questions. Thank you Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I have submitted all the paperwork requested, including the amounts of damaged furniture. They no longer return my phone calls. Business Response Our office has been in contact with the consumer, she has sent in a list of amounts being claimed on items of which we are comparing and updating and matching items up to her original claim sent in. The consumer may contact our office anytime with questions at the number below XXX-XXX-XXXX x ***** or ***** Our normal hours of operation are Monday thru Friday 8 am to 5 pm, CST. Thank you.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Atlas moving company delivered my property in horrible condition in September. many of my boxes were wet upon arrival resulting in damage to my property. I filed a complaint via their claims process in early October and other than a standard email response that the claim was "acknowledged " I have not been able to get anyone to respond to my claim. I have called repeatedly. On 10/28/21 someone told me I'd hear from someone in two weeks. No one contacted me. I called last week and left a message and got no response. I called 12/6 and someone said I'd hear from someone in a day or two. Again, no contact from them. I paid for additional insurance to cover potential damage, yet I still have had no one respond to me. I also told them after delivery that they mistakenly gave me someone else's moving box and no one has ever contacted me or expressed interest in getting this box to the owner. Their delivery service was horrible but their claims process seems deliberately irresponsible and they are not being accountable for damaging my property.

  

  Business response

  01/26/2022

  Business Response Partial settlement was sent on 12/28 to the customer. Vendor assigned on other items on 12/23 and has acknowledged receipt of assignment. Once he has completed his inspection/repair then we will be in a position to finalize the calim. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I am happy that Atlas finally got in touch with me but I would like to keep this complaint open until I feel it is fully resolved. I am awaiting a partial reimbursement and contact from an inspector to resolve the damage to antique furniture items. I will provide you with an update after I hear from the inspector and he and I meet to discuss fixing or compensating for the remaining items. Business Response The consumer's loss and damage claim has been closed. Final settlement was sent on 1/14/22. We show that a payment request was made in our system on 12/28/21 as well as 1/14/22 to the consumer. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I received a check today from Atlas to compensate me for the remaining damaged items for the full amount I requested.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contracted with Atlas Van Lines through their agent, ********* Moving and Storage in *********** CA, to move my household good from *********** to *** ****** in WI. The shipment was loaded on 10/22/2021. The contract specified a delivery window of 10/29/2021 to 11/8/2021. As of the date of this complaint, the shipment is two weeks past the contract date without a firm plan the effectuate delivery. The shipment remains in ********* Moving and Storage warehouse in *********** CA. There have been several scheduled pick up and delivery dates and plans put forward and none have come to fruition.

  

  Business response

  12/10/2021

  Business Response Mr. *********** shipment is delayed, the original agreed upon delivery spread was thru 11/8/2021. Our claims department has spoken to the consumer and provided him with the information to be able to file a delay claim with our office. Submitting a delay claim does not obligate Atlas to reimburse any expenses. We are not required to transport your shipment by any particular schedule, means or vehicle, other than with reasonable dispatch, unless specified under contract terms. If any additional costs were incurred due to a delay in the agreed on loading and/or delivery dates, please complete a delay claim form for compensation consideration. Receipts should be submitted to support your claim. Our RSG/Operations dept. also has been in daily contact with the consumer keeping him up to date on an eta of delivery. The current ETA is for Friday 12/3/2021. The consumer may contact our office at X-XXX-XXX-XXXX ext. ***** for any further information.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted Atlas Van Lines to move us from Washington State to ******* ON Canada. We requested a quote for the move that went from $14,000 to start and then we we finally decided to sign the contract the quote increased to $21,000 the reasoning behind it was that we were moving in high season, well we didn't like it but we understood. We asked for a quote that would include storage time and then delivery to our final destination, as we knew it will take us some time to purchase a home. The service from the beginning was very subpart, they didn't have enough packers, they didn't have enough boxes, people kept blaming each other for why they didn't have this or that. Most of our furniture was brand new as we recently remodelled our home in WA and got all new furniture, so during packing we were advised by the person in charge of our move to increase our insurance, we did. We finally got our new home, which we provided the address to Atlas, and we set up a delivery date, before the delivery date my Atlas agent called and said: "you need to pay your bill in full in order for us to deliver", I thought it was odd because in my previous move (done by Atlas) I paid after delivery, but he said: "no, this time you need to pay in full otherwise your delivery can't happen", so I paid my bill IN FULL. After the delivery, that again was full of mishaps, missing pieces, chipped furniture, broken bed, I filed a claim for the items that were damaged $3,399. We moved Sep 9, I filed my claim Sep 23 after we made sure all items were delivered, etc. On Nov. 1 I get an email saying that we owe Atlas $3,900 for delivery to my home. I couldn't believe it, I was never told that the delivery to our final destination was not included, or so they say, because I can see it in my quote. And it seems very shady that this bill comes right after I filed a claim and it is for almost the same amount of money. I have told Atlas I won't be paying this bill, as I already paid my bill.

  

  Business response

  01/03/2022

  Business Response The customer has been sent a letter in response to their overcharge dispute. Below is a copy of what is in the customer's letter. Dear ***** ********, Thank you for choosing Atlas as your relocation specialist. The correspondence you recently submitted has been reviewed and we have found the following conclusion. Our records indicate your relocation was released to Atlas Van Lines, Inc. as a standard non-binding estimate. Under the terms of a non-binding estimate the transportation charges for a relocation are based on actual weight and services. If the final weight or services exceed the estimated amount, Atlas is obligated to collect a minimum of 110% of the estimated charges prior to executing delivery of the household goods. The balance owed would be due and payable after 30 days from delivery has elapsed. Since you selected non-binding terms for your relocation, we are obligated to assess the full transportation charge due for your relocation. Final charges calculated for your shipment, based on actual weight and services, will be those appearing in Atlas' tariff applicable to the transportation. These final charges may exceed the approximate costs appearing in your estimate. This estimate is not binding upon Atlas and the charges shown are the approximate charges to be assessed for the services identified in this estimate. At time of delivery, you may not be required to pay more than 110% of the estimated total charges plus: All charges for additional services not included in this estimate that are requested after the bill of lading is executed; and Charges for additional services required due to impracticable operations, as defined in Atlas' tariff (which include destination shuttle service or unanticipated destination SIT), subject to a maximum of 15% of all other charges at delivery. You will be billed for any balance in excess of either the 110% or the 15% after delivery and you will be obligated to pay the balance. On behalf of Atlas and our agents, I would like to apologize for any misunderstanding that may have occurred in regard to the terms of a non-binding relocation. Every effort is made to ensure that the estimate provided is as accurate as possible prior to providing a quote on the move. It is unfortunate that we were not able to provide a better estimate for your relocation. At this time the service charges for items kept in storage still remains.

• Initial Complaint

  10/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re: Move #XXXXXXXX On June 23, 2021, I signed an estimate for a move from ********* Florida, USA to ********* N.S. Canada and paid $8205.20. The load date was 08/18/21 with an expected delivery date of 09/20/21 (which was delayed by several days). The contact person in Florida was **** ********* representative, Atlas Agent *** ******** Florida, Inc. Agent Code No. ***** The final charge was $7,778.48 leaving a credit to be issued on my credit card of $426.72. The Florida representative ***** said she made several attempts to secure my credit, but I still have not received it. I also left messages for Atlas customer service and have not received the credit, nor did I receive a return telephone call. I paid this estimate in good faith and would appreciate receiving what is owed. Thank you.

  

  Business response

  10/26/2021

  Business Response October 26, 2021 Atlas Relocation Number: XXXXXXXX BBB Case No: XXXXXXXX Shipper ****** ***** Tri-State BBB 3101 N. Green River Road Ste. 410 Evansville IN 47715 Attention ****** ******** The BBB complaint regarding the above referenced customer recently submitted has been reviewed and we have reached the following conclusion. Our records indicate Mrs. ***** relocation was secured with a Non-Binding Estimate, under the terms of a non-binding estimate the transportation charges for a relocation are based on actual weight and services. If the final weight or services exceed the estimated amount, Atlas is obligated to collect a minimum of 110% of the estimated charges prior to executing delivery of the household goods. The balance owed would be due and payable after 30 days from delivery has elapsed. Since you selected non-binding terms for your relocation, we are obligated to assess the full transportation charge due for your relocation. The transportation charges collected totaled $8,205.20, the actual transportation charges based on actual weight and actual services performed totaled $8,181.18, a difference of $24.02 that our office will request our accounting department refund back to Mrs. ***** credit card. We have enclosed copies of the weight tickets and actual charges for your records. Thank you for your patience during our review. Sincerely, ******* ********* Sr. Claims Representative, CCA X-XXX-XXX-XXXX x ***** Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) As I stated before, I was told by **** ********* representative, Atlas Agent *** ******** Florida, Inc. Agent Code No **** that the final charge was $7,778.48 leaving a credit to be issued on my credit card of $426.72. I was also told the weight was not as expected but lower. I never saw these "final" tickets and I wonder if there were other goods than mine in the transport. I would never recommend Atlas. I am not going to proceed further, however, it might be advisable to train your staff in Florida!!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩